Production Support Manager

Job Description

The Production Support Manager leads end-to-end operations, system stability, service delivery, and continuous improvement for business-critical platforms. The role oversees multi-level support teams, drives governance, ensures operational excellence, and manages high-value client and stakeholder relationships.

Responsibilities

• Lead and manage L1, L2, and L3 Production Support teams across shifts and domains.
• Steer daily operational performance, workload allocation, and capability building.
• Own stakeholder engagement with client – ensuring transparent communication, timely updates, and expectation management.
• Lead governance meetings, operational reviews, and provide SLA, KPI, and performance insights.
• Drive Major Incident Management – including war room leadership and executive communication.
• Oversee Problem Management including trend analysis, RCA quality, and long-term remediation governance.
• Own Change Management processes ensuring CAB adherence, risk evaluation, and safe deployments.
• Provide platform oversight across Databricks, PySpark, Airflow, Snowflake, and SQL ecosystems.
• Oversee cloud & integrations across AWS services, SQS, Kafka.
• Ensure full observability via Datadog, Splunk – including monitoring maturity and alert optimization.
• Strengthen ITSM framework using ServiceNow, Jira, and knowledge base upkeep in Confluence.
• Drive automation, AI/ML-enabled self-heal, and continuous improvement initiatives.
• Publish executive-level dashboards, RCA packs, compliance reports, and operational insights.
• Manage risks proactively and establish governance for performance, stability, and capacity.

Required Skills

• Strong knowledge of data engineering platforms: Databricks, PySpark, Airflow, Snowflake.
• Cloud & streaming familiarity: AWS services, Kafka, SQS.
• Expertise in monitoring tools: Datadog, Splunk.
• Strong ITSM capability across ServiceNow, Jira, and Confluence.
• Excellent stakeholder management with executive presence and client handling maturity.
• Ability to lead high-severity incidents and cross-functional coordination.
• Strong analytical, planning, reporting, and communication skills.
• Certifications preferred: ITIL, AWS, Databricks, Snowflake, Scrum Master.
• Experience supporting financial services or high-availability platforms.

Pay

The base compensation range for this role in the posted location is: $110,841 - $145,000.

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility